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  • Writer's pictureSharon Oatway

Keep Your Call Center Quality Assurance Scorecard Aligned with Customer Expectations

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In the fast-paced world of customer service, maintaining a high level of quality assurance is crucial for businesses to thrive. One of the essential tools in achieving this is the Call Center Quality Assurance Scorecard. This scorecard acts as a compass, guiding call center operations towards excellence in customer service. However, merely having a scorecard is not enough; it must evolve to meet changing business and customer expectations.

In this blog post, we will explore why it is essential to keep your scorecard current and how doing so can help minimize or eliminate behaviors that no longer contribute to a superior customer experience.

9 Things to Consider in Reassessing your Call Center Quality Assurance Scorecard

A quality assurance scorecard is the backbone of any call center's operations. While a quality assurance scorecard is undeniably crucial, its effectiveness is highly dependent on its relevance to the current business and customer landscape. Here's why it's essential to keep your scorecard up to date:

1. Evolving Business and Customer Expectations

The business and customer landscape is in constant flux. As technology advances, competition increases, and customer preferences change, call centers must adapt to meet these evolving expectations. A stagnant quality assurance scorecard can quickly become obsolete, hindering a call center's ability to provide superior customer experiences.

2. Changing Customer Preferences

Customers today have higher expectations than ever before. They seek personalized and efficient interactions with businesses. A quality assurance scorecard that doesn't reflect these preferences may lead to missed opportunities for improvement.

3. Adapting to New Customer Service Channels

As businesses expand their reach to meet customers where they are, the call center landscape is shifting towards multichannel and omnichannel customer service. Traditional metrics on call handling may not adequately capture performance in these new channels.

4. Measuring Emotional Intelligence

While traditional scorecards may focus primarily on quantitative metrics, the importance of emotional intelligence in customer service cannot be overstated. Customers value empathetic and understanding interactions with agents, which can significantly impact their overall experience. By identifying specific emotional triggers that can lead to customer dissatisfaction, your scorecard can help agents better manage and navigate difficult conversations, resulting in improved customer satisfaction and loyalty.

5. Incorporating Soft Skills

A current scorecard should evaluate agents on their soft skills, including active listening, empathy, and problem-solving. These skills play a crucial role in diffusing challenging situations and creating a positive customer experience.

6. Promoting a Customer-Centric Culture

To keep your call center quality assurance scorecard current, it's essential to foster a customer-centric culture within your organization. Your scorecard should reflect the values and expectations of your customers. By regularly seeking feedback from your customers, you can ensure that your scorecard remains aligned with their preferences and needs.

7. Eliminating Outdated Metrics

As call centers evolve to meet new challenges and opportunities, certain metrics and behaviors that were once considered crucial may become obsolete or counterproductive. A current quality assurance scorecard should periodically reassess the relevance of existing metrics. Some metrics, such as average call handling time, may no longer align with modern customer service goals. Removing outdated metrics from your scorecard frees up valuable time and resources for more relevant assessments. This ensures that your quality assurance efforts are focused on areas that truly drive superior customer experience results.

8. Involving Agents in Scorecard Development

Engaging your front-line agents in the re-development and refinement of the scorecard can be highly beneficial. They have valuable insights into customer interactions and can provide input on what metrics and behaviors are most meaningful to driving superior customer experience results.

9. Renewed Focus on Key Measures

An often-overlooked but immensely valuable aspect of updating your Call Center Quality Assurance Scorecard is the opportunity it provides to renew the focus on key measures. Given the constant pace of change in contact centers, it's easy for call center agents and managers alike to lose sight of what truly matters. "Relaunching" your QA Scorecard scorecard can serve as a reminder and reinvigorate your team's commitment to essential metrics. It signals to your team that excellence is not a one-time achievement but an ongoing pursuit. When agents and managers are regularly reminded of the core measures and behaviors that drive superior customer experience, they are more likely to seek ways to improve and innovate.


The value of updating your call center quality assurance scorecard extends beyond meeting customer and business expectations. It serves as a powerful tool to renew focus on key measures, reinforce strategic goals, clarify priorities, motivate agents, encourage continuous improvement, and enhance adaptability. By keeping your scorecard current, you can ensure that your call center remains aligned with the ever-evolving needs of your customers and the dynamic landscape of your industry. In doing so, you not only drive superior customer experience results but also foster a culture of excellence that is the hallmark of successful call centers.

VereQuest Quality Assurance

VereQuest has been helping companies of all sizes develop, manage and support Quality Assurance programs since 2002. Need help building a customer service scorecard that reflects your brand? Want an independent, third-party perspective of your QA program and scorecard? Leverage our vast knowledge to build a QA program that sustains agent performance and supports agent engagement. Get in touch for a no-obligation discussion about what is possible at 1-866-920-2011 or contact us!


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